Customer Service Representative

The Customer Service Representative plays a crucial role in providing excellent customer
service and support to our valued members. You will be the primary point of contact for
inquiries, concerns, and assistance related to water services. Your ability to communicate
effectively, resolve issues, and ensure customer satisfaction will contribute to the overall
success of our utility and the communities we serve.

Job Duties & Expectations (include but not limited to):

Responsibilities include but are not limited to:
 Customer Interaction:
o Handle incoming customer inquiries via phone, email, or in-person visits.
o Provide accurate and timely information regarding water billing, rates, usage,
and services.
o Assist customers in setting up new accounts, transferring services, and
addressing account changes.

 Issue Resolution:
o Investigate and resolve customer concerns, billing discrepancies, and service
complaints in a professional and efficient manner.
o Collaborate with other departments to ensure prompt resolution of technical
and operational issues.
 Billing and Payments:
o Process bill payments, set up automatic payment plans, and explain billing
details to customers.
o Address payment-related issues, provide payment extension options, and
assist with late fee disputes.
o Process disconnects notices and service orders as necessary.
o Process write-offs quarterly.
 Meter Reading and Usage:
o Assist customers in understanding meter readings, usage patterns, and
conservation efforts.
o Coordinate meter reading schedules and update customer records
accurately.

 Educational Support:
o Educate customers about water conservation practices, drought
management, and environmental initiatives.
o Provide resources and materials to promote responsible water usage.
 Account Maintenance:
o Maintain accurate customer accounts, update contact information, and
manage service requests.
o Generate and distribute notices for maintenance, water quality reports, and
other relevant updates.

 Documentation:
o Document customer interactions, issues, and resolutions in the utilitys
database or CRM system.
o Prepare and maintain reports for customer service, finance, and operations.

Organizational Expectations:
● Teamwork - By this we mean we are Water Warriors working on a common
solution.
● Integrity - By this we mean being accountable, genuine, and ethical while working
towards our vision.
● Innovation- By this we mean discovering and introducing new ideas to inspire
growth.
● Respect - By this we mean a safe environment that encourages open minds and open
hearts to promote healthy organization culture.
● Growth - By this we mean developing our Cooperative’s ability to satisfy needs.
● Safety - By this we mean we are uncompromising in our commitment to the health
and safety of our employees, subcontractors, members, and community.
● Professionalism - By this we mean we readily manage conflicts directly and with
compassion.
● Accountability - By this we mean we are accountable for our actions and always
make it right.
● Clarity - By this we mean we are always fair, consistent, and transparent in all our
work.
● Fun/Celebrate - By this we mean we participate in creative open discussion and
celebrate our successes.

Qualifications:
● High school diploma/GED required, college degree preferred.
● Prior customer service experience is advantageous.
● Knowledge of water utility operations and billing practices is desirable.

● Proficient knowledge of customer service, standard office practices and procedures.
● Proficient computer skills including Microsoft Office, Google Drive, Slack and
customer relationship management (CRM) Software.
● Proficient standard office equipment skills
● Outstanding communication skills, both written and verbal
● Strong problem-solving abilities and customer-focused mindset.
● Ability to remain composed and empathetic while addressing customer issues.
● Excellent soft skills such as good communication and interpersonal skills, work ethic,
time management, leadership, and teamwork.